Support Specialist
Job Description
Support specialists train and assist doctors and medical practices with Practice Fusion's free, web-based, EHR. We're looking for someone who is motivated, personable, scrappy and professional. This could be a great first job after college and provides ample opportunity for moving into different areas of the business over time. A more detailed list of responsibilities follows, along with a list of required qualifications and experience. Good luck!
Responsibilities
- Manage and understand medical practitioners support issues and ensure customer satisfaction on an ongoing basis
- Answer inbound/outbound phone calls and support cases and gather more information about customer issue, document their needs, objections, questions and resolution
- Thoroughly document customer interactions in NetSuite CRM system
- Conduct live training demonstrations, both basic and advanced in group and individual settings via web conference
- Use live chat to communicate with customers
- Identify trends in customer questions and issues
- Reproduce customer bugs and escalate appropriately
Required Qualifications
- Passionate about working with customers
- Friendly, patient and professional phone manner
- Avid user of technology
- Excellent trouble shooting and problem solving skills
- Strong organization and communication (written & verbal) skills
- Strong leadership skills for guidance in training
- Motivated, self-starter with an excellent work ethic
- Dependable with the ability to work at a fast pace
- Detail oriented
- Local (SF Bay Area)
Bonus Qualifications
- Experience with ticketing or issue tracking systems
- NetSuite CRM experience
- Training, leadership experience
- Healthcare sector experience